CX Training And Continuity Specialist- HBO Max

Your New Role

We are looking for an experienced Customer Experience (CX) Training and Quality Specialist  who has a strong desire to drive successful project outcomes and enhance overall customer satisfaction. The ideal candidate is proactive, thorough, and exceptionally skilled in both verbal and written communication, working cross-functionally to ensure our customer support infrastructure and processes are prepared to successfully handle upcoming releases and launches in the EMEA region. This pivotal position is responsible for capturing, understanding, and coordinating key information for product launches and events between cross-functional stakeholders and the CX team. This role will be involved in developing and adapting readiness processes, managing release documentation, supporting content, and supporting training and quality assurance needs. Additionally, this role will translate customer and advocate feedback into actionable insights and conduct post-launch analysis to drive continuous improvement.

Your Role Accountabilities

• Oversee and manage all aspects of launch readiness activities for the streaming service across the EMEA region, collaborating with cross-functional teams to ensure alignment and readiness.
• Monitor and optimize the customer journey, identifying key areas for improvement and innovation, from pre-launch preparations through to launch day activities and post-launch support.
• Work closely with external partners to ensure seamless collaboration and communication throughout the launch phases. Demonstrate exceptional note-taking skills, accurately capturing details and action points during meetings to ensure clear communication and follow-up in comprehensive recaps.
• Gain a deep understanding of the respective CX functions, ensuring that each pillar is effectively represented and integrated during events and product launches.
• Proactively identify opportunities for efficiencies and new initiatives to improve KPIs, continually seeking ways to enhance both the team’s and the organization’s performance.
• Design and execute comprehensive training programs for customer support teams across EMEA regions, focusing on product knowledge, customer handling skills, and local market nuances. 
• Leverage adult learning principles and LDDs global instructional design guidelines to create engaging training materials for both classroom and virtual settings that resonate with local advocates and training audiences 
• Facilitate Train the Trainer and agent training, when needed
• Regularly assess and analyze customer interaction and service quality, making adjustments to training and procedures as necessary. 
• Implement ongoing quality assessment programs including live and recorded call monitoring, customer feedback analysis, and performance reviews. 

Skills and Experience Required

• Proven track record in managing and preparing for product or service launches.
• Ability to work effectively within both virtual and in-person team environments.
• Exceptional presentation and listening skills.
• Experience in developing and implementing training and quality programs.
• Capable of working autonomously while still functioning effectively within a team environment.
• Fluency in English, both written and spoken, is required.
• Proficiency in additional languages (Hebrew, German, Dutch) is highly desirable.
• Minimum of 3 years of experience in customer experience, service delivery, or a related field, ideally within a digital/online service environment.
• Proven experience with launch readiness or as a project/program manager is essential.
• Experience delivering training through various channels and methods including virtual tools